I really hate to do this WAS excellentAbsolutely horrible now!!!!! The new blonde lady in the office is the reasonCompletely unhelpful, hateful and just down right rude to paying customersI have been doing business with this company for years and have always been treated with fairness, respect, great work performance and honesty up until this new secretary came inBecause of her they have lost a long time customerThis business changed ownership awhile back and he is doing a great jobI will say this company is and the new owner is very knowledgeable about hydraulics and they do excellent workI have delt with the owner, the shop foreman which used to be the owner and the guy in parts, and they all do a perfect jobThey are very well trained and experienced in hydraulics and can answer and take care of just about all your hydraulic needsThey can fix anything hydraulics and find any part or seals for hydraulicsThey were my place to goSo it is going to be rough taking my business to the crap place in Kernersville but I am not dealing with that new blond lady in the office anymore so its a risk I have to take so I will be taking my business elsewhere now
To Whom it may concern: Grela Well Drilling Inc. was contacted by the customer March 19th, 2014 because he had no water to his home. The customer had already had someone check his system out and was aware it was the pump system. Grela Well Drilling responded to the job and the customer had another gentleman at the house to handle the call for him. We do have a signature on the work order, however it is chicken scratch and we can't make out the name. Upon completion of determining the well pump needed replacement the gentleman there was informed it was the pump at which time we were told to proceed with the job. It was also determined the wire down the well needed replacement. This wiring was not done By Grela Well Drilling in the past services done in July 2003. Grela performed the work in a professional manner. This well is a shared well and the cost is shared amongst the two families. The second family utilizing the well was explained the cost and stated it was only a couple hundred dollars difference from 2003. There was no dispute in the pricing. We replaced the wire and always put a new control box on to ensure everything is working to its maximum potential. When we were done the customer had working water. No phone call made to the company. When the office came in the next day there was an email customer wanted a refund because he felt he could get the pump cheaper somewhere else. That evening the owner of our company tried to contact the customer to speak with him regarding his complaint. The customer didn't return the phone call and sent an email stating he didn't want to be contacted by phone. We prefer to handle any complaints if at all in person, and we responded immediately to our customer there was no laps in time. The customer felt he could get a cheaper pump after the fact. We know what pumps the customer is talking about and they are plastic pump. The pump system we installed for the customer is a stainless steel pump and holds a three year warranty on the pump and a 1 yr warranty on our labor. This customer didn't take the time to call the office to discuss the matter with us and proceeded in this manner. Or record of complaints in the 20 years I have been with this company is amazingly clean. We realize you can't please everyone, but if there is or ever has been a complaint we have resolved them by open phone contact communication with our customers and have found a very satisfying relationship with our customers. This is our number one commitment and that is customer satisfaction is our goal. If the customer would like to discuss the matter, he may feel free to do so at anytime. This customer threatened to complain to you, on our website and where ever he thought he could do harm, however we will rely on 50 years of experience in the industry and the many satisfied customers that do follow us and we are confident we will continue to the best in the industry as we have done in the past. Thank you, Administrative Management
I really hate to do this WAS excellentAbsolutely horrible now!!!!! The new blonde lady in the office is the reasonCompletely unhelpful, hateful and just down right rude to paying customersI have been doing business with this company for years and have always been treated with fairness, respect, great work performance and honesty up until this new secretary came inBecause of her they have lost a long time customerThis business changed ownership awhile back and he is doing a great jobI will say this company is and the new owner is very knowledgeable about hydraulics and they do excellent workI have delt with the owner, the shop foreman which used to be the owner and the guy in parts, and they all do a perfect jobThey are very well trained and experienced in hydraulics and can answer and take care of just about all your hydraulic needsThey can fix anything hydraulics and find any part or seals for hydraulicsThey were my place to goSo it is going to be rough taking my business to the crap place in Kernersville but I am not dealing with that new blond lady in the office anymore so its a risk I have to take so I will be taking my business elsewhere now
Complaint Information:
...
To Whom it may concern: Grela Well Drilling Inc. was contacted by the customer March 19th, 2014 because he had no water to his home. The customer had already had someone check his system out and was aware it was the pump system. Grela Well Drilling responded to the job and the customer had another gentleman at the house to handle the call for him. We do have a signature on the work order, however it is chicken scratch and we can't make out the name. Upon completion of determining the well pump needed replacement the gentleman there was informed it was the pump at which time we were told to proceed with the job. It was also determined the wire down the well needed replacement. This wiring was not done By Grela Well Drilling in the past services done in July 2003. Grela performed the work in a professional manner. This well is a shared well and the cost is shared amongst the two families. The second family utilizing the well was explained the cost and stated it was only a couple hundred dollars difference from 2003. There was no dispute in the pricing. We replaced the wire and always put a new control box on to ensure everything is working to its maximum potential. When we were done the customer had working water. No phone call made to the company. When the office came in the next day there was an email customer wanted a refund because he felt he could get the pump cheaper somewhere else. That evening the owner of our company tried to contact the customer to speak with him regarding his complaint. The customer didn't return the phone call and sent an email stating he didn't want to be contacted by phone. We prefer to handle any complaints if at all in person, and we responded immediately to our customer there was no laps in time. The customer felt he could get a cheaper pump after the fact. We know what pumps the customer is talking about and they are plastic pump. The pump system we installed for the customer is a stainless steel pump and holds a three year warranty on the pump and a 1 yr warranty on our labor. This customer didn't take the time to call the office to discuss the matter with us and proceeded in this manner. Or record of complaints in the 20 years I have been with this company is amazingly clean. We realize you can't please everyone, but if there is or ever has been a complaint we have resolved them by open phone contact communication with our customers and have found a very satisfying relationship with our customers. This is our number one commitment and that is customer satisfaction is our goal. If the customer would like to discuss the matter, he may feel free to do so at anytime. This customer threatened to complain to you, on our website and where ever he thought he could do harm, however we will rely on 50 years of experience in the industry and the many satisfied customers that do follow us and we are confident we will continue to the best in the industry as we have done in the past. Thank you, Administrative Management
Sent on:
4/7/2014 2:08:18 PM